Client Care Coordinator

Position:Client Care Coordinator

Job Purpose: The Client Care Coordinator is responsible for ensuring a seamless, supportive, and positive experience for all clients from their initial contact through ongoing engagement with our outpatient therapy and medication management services. This role acts as the primary liaison between clients and our clinical team, facilitating communication, scheduling, and access to necessary services. The goal is to enhance client satisfaction, support client retention, and contribute to the overall positive reputation of the practice.

Key Responsibilities:

Client Communication and Support

• Serve as the first point of contact for clients, managing inquiries via phone, email, and fax with a compassionate, professional demeanor.
• Provide detailed information about L&B Counseling’s services, therapists, psychiatric physician assistant, and procedures to current and prospective clients.
• Assist clients in navigating their care journey, including explaining treatment options, insurance coverage, and payment processes.

Appointment Coordination

• Schedule appointments, manage Therapist/Physician Assistant calendars, and ensure efficient use of clinical time.
• Handle appointment confirmations, reminders, and cancellation/rescheduling requests, utilizing our EHR.
• Coordinate with clinical staff to accommodate client needs.

Client Onboarding and Retention

• Facilitate new client onboarding, including collecting necessary paperwork, verifying insurance eligibility, and setting up initial appointments.
• Implement retention strategies to maintain client engagement, such as follow-up communications and satisfaction surveys.

Feedback and Resolution:

• Collect client feedback to report to the Integrator and Clinical Director
• Address and resolve client concerns in a timely and effective manner, escalating complex issues to appropriate clinical or leadership teams.

Collaboration and Coordination:

• Work closely with therapists, psychiatrists, and leadership team to ensure coordinated care for clients.
• Assist with marketing duties as deemed necessary by the Marketing Director.
• Participate in team meetings, providing insights into client experiences and feedback to inform practice improvements.
• Assist Physician Assistant with medication refill requests, lab work data entry.

Administrative Duties:

• Maintain accurate and confidential client records, ensuring compliance with HIPAA and other regulatory requirements.
• Assist with billing and insurance claims processing as needed.
• Manage client-related correspondence and documentation, ensuring timely and organized communication.
• Dispatch welcome and transition (limbo/discharge) emails, ensuring a smooth and professional exchange of information throughout the client journey.

Professional Development:

• Stay informed about best practices in client service and mental health care coordination.
• Participate in training and development opportunities to enhance skills relevant to the role.

Ideal Candidate Profile:

• Organizational and multitasking skills, with a keen attention to detail.
• Strong interpersonal and communication skills, with the ability to interact effectively with a diverse client population.
• Empathy and understanding of the challenges faced by individuals seeking mental health services.
• Experience in customer service, healthcare, or a related field is preferred.
• Proficiency in office software and experience with electronic health records or practice management software.
• A commitment to confidentiality, professionalism, and continuous improvement.

Benefits:

• 9 Days PTO. Additionally, there are 6 designated company-wide observed holidays: New Years Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day.
• 401k access, without company matching at this time.

Culture Benefits:

• Engagement in activities and outings that enhance connection with team members.
• Engagement in monthly challenges designed to enhance personal and professional goals as well as facilitate connection with team members.
• Celebratory Amazon gift card on your birthday.
• Supportive and collaborative environment that fosters goal setting, both professionally and personally, enhancing individual growth and success.

Please note that duties, responsibilities, and activities may change at any time.

If you possess the required skills and are looking for an opportunity to contribute to a dynamic mental healthcare team, we encourage you to apply.

Job Type: Full-time

Pay: $44,000.00 per year

Benefits:

• 401(k)
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• Hybrid work
• Office
• Outpatient
• Private practice

Ability to Relocate:

• Charlotte, NC 28277: Relocate before starting work (Required)

Work Location: Hybrid remote in Charlotte, NC 28277